ServiceNow has acquired Passage AI, a startup
that helps customers build chatbots in multiple languages, something that should
come in handy as ServiceNow continues to modernize its digital platform.
With Passage AI, ServiceNow gets
a bushel of AI talent, which in itself has value, but it also gets AI
technology, which should fit in nicely with ServiceNow’s mission. For starters,
the company’s chatbot solutions give ServiceNow an automated way to respond to
customer/user inquiries.
Even more interesting for ServiceNow, Passage
includes an IT automation component that uses ” a conversational interface to
submit tickets, handle queries and take direct action through APIs. It also
gets an HR automation piece, giving the company an intelligent tool it could
incorporate across its Now Platform in tools like ServiceNow Virtual Agent and
Service Portal, as well as Workspaces in multiple languages.
Companies are increasingly looking for ways to
solve common customer problems using chatbots, while only bringing humans into
the loop when the bot can’t answer the query. Passage AI gives ServiceNow much
deeper knowledge in this growing area. The company website lists a variety of
large customers, including Mastercard, Shell, Mercedes-Benz and SoftBank.
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